Anonymous

Missold, misleading and deceitful!

Bought a car from BMW Sytner Solihull for nearly £40k. Was advertised and described in their video presentation as having all the "carbon packs". Decided a few weeks later to change one of the carbon parts because of some small damage it already had when I bought it. When taking the carbon part off it became apparent that none of the parts were carbon fibre but cheap plastic imitation parts. I complained to BMW Sytner and asked for everything to be put in writing. Steve Arnold called me and basically tried to bluff his way around the advert wording saying what they meant was "carbon styling" which was utter rubbish as nowhere in the advert and video presentation did it say carbon styling but the carbon parts were made out as highlights of the cars optional extra spec. I told him to pull my other leg as they knew exactly what they were up to because the car was worth a good few thousand pounds more than a none carbon version. Got to give it to them though, the real carbon part I bought to replace the damaged one was almost identical on the face of it. They knew it wasn't real carbon due to the cars original specification sheet from factory which had all the carbon parts added to it manually by them. Spoke to Citizens advice and also Legal bodies who are now involved including Trading Standards as what they have done is completely fraudulent. They never like to respond in writing as that way things that are said can also be denied. I've requested a DSAR (subject access request) for all the recorded telephone conversations too which will also confirm their misselling. Refund requested along with compensation for wasting my time and money on things like private plate retention, hip checks, fuel, days off to view the car, payment for replacement parts which can't be returned etc. Was happy to keep the car if they reduced price accordingly in line with a non carbon model but this was flat refused. Matt Hancox, the manager, also contacted me but I asked for an explanation amongst other things which just get ignored. I told him I think it was really inappropriate that the person(s) involved in the sale of the car should be contacting me when they have personally benefitted financially through bonus as they will naturally be on the defensive and trying to hold on to the money in their bank accounts. They also had the car pass a multi point inspection but on the customer advisories sectional the bottom they had covered over with a piece of paper. Confirmed this with the garage they had taken it to for a new shock absorber as they pulled up the same invoice and told me on the phone what they had advised be changed on the car. Disgusting, deceitful and despicable behaviour. I am hoping disciplinary or dismissal action is also taken.